Guest Experience Manager

Office GEM

Job Description

We are looking for a motivated Guest Experience Manager who understands the fundamentals of excellent customer service and can assure high guest satisfaction rate in Downtown Los Angeles. The incumbent will report directly to the Operations Manager.

The successful candidate will also enjoy our benefits package along with the offered compensation.


  • Be well aware of company standards, policies, and company software
  • Log into company software to get the work schedule and assigned tasks and after completion update tasks accordingly
  • Perform guest check in and check out, answer the phone calls, respond to guest and Headquarters requests
  • Support in setup of new units and move-outs
  • Perform cleaning duties in cases of emergency or staff shortage
  • Investigate complaints, take corrective actions and report to line manager
  • Provide continual training for housekeepers as per business needs
  • Open the apartments for housekeepers, inspect and report damages and malfunctions using the company software
  • Restock units, inspect and verify unit readiness after cleaning before guest check in to ensure:
    • Cleanliness standards are met
    • Units are stocked as per predefined unit inventory list / PAX
    • Unit setup standards are followed
    • Functionality of equipment and facilities is adequate
  • Place keys in key-boxes, set up digital codes on door keypads
  • Report any guest/staff/apartment/software issues to line manager daily
  • Responsible for taking the dirty linen from apartments to designated area
  • Restock and ensure sufficient inventory levels (PAR) of necessary items in storage rooms
  • Perform periodic and ad hoc maintenance work in units (ex. A/C, WiFi setup, changing lamps, etc)
  • Drive to company's location to drop off and pick up the laundry
  • Fill in the laundry handover sheet
  • Weigh the dirty laundry and input the data in the sheet
  • Other duties as assigned



  • High School Diploma or higher
  • Possession of valid driver’s license with a clear driving history
  • At least 2 years of experience in the hospitality industry, operations, or customer service
  • Prepared to work first, second or graveyard shift (if needed)
  • Thorough knowledge of customer service, office, and in-house management
  • Proficiency in English (oral and written). Knowledge of Spanish is a plus
  • Maintain professionalism at all times, demonstrating courtesy and respect to guests and co-workers
  • Possession of a smartphone to use company’s applications
  • Ability to lift 50 pounds

 Key Competences:

  • Critical thinking and problem-solving skills
  • High level of maturity, responsibility, and accountability
  • Strong interpersonal and communications skills
  • Attention to detail
  • Ability to get along with people at all levels in the organization and positively influence them
  • Ability to stay calm under pressure, respond quickly and work on multiple tasks within short deadlines
  • Strong knowledge of communication technologies and excellent computer skills (Google products)

Apply for Guest Experience Manager